The Top Call Center Metrics You Must Apply IN 2020

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The Top Call Center Metrics You Must Apply IN 2020
Call Center Metrics are known as parameters to test the contact center services. In fact, it assists in decision making, improves performance and analyzing loopholes. Better contact center metrics can help you in the SWAT analysis of your industry. All these call center metrics are trending in 2020 and play a vital role in determining KPI and overall performance.

These show every part involved in customer care. Certainly, it makes it easy for you to boost call center performance by focusing on every single factor. Most importantly, by maintaining these you will on a fast track towards your ultimate goals. Here are some trending call center metrics which can assist you in more productivity in customer services.

Call Center Metrics in 2020.

It includes all the processes from getting a call to its complete resolution. It also includes all the other factors which affect the performance of the contact center. Above all, by working on every factor a call center can make their service much more effective.

Average Call Abandonment Rate

It’s the most important metric linked with overall performance in the contact center. It includes all drops calls before agent connection. Certainly, all these customers are looking for a solution regarding their query.

In fact, it’s also known as CAR and comprises all the calls in which the customer doesn’t wait for agents. This KPI affects customer satisfaction. Better CAR means that you are solving maximum queries. Make sure you use enough resources that your customers need not wait too long. The only way you can provide better customer relationship services when you get connected with maximum customers.

Let us look at how it is calculated:

Call Abandon Rate= (Number of Inbound Abandoned Calls / Total Number of Inbound Calls Made by Customers) X 100%

Average Time Call in Queue

It represents the time customers waiting before the call connection with a live agent.

First, the Contact center industry focuses a lot on customer experience. The customer will only be satisfied when he gets out a perfect solution with no waiting. Second, we can’t ignore the fact that call influx can be an increase or decreased at different times and that’s why we can’t manage too many resources.

We can manage a balance between a call-in query and our agents in such a way that we reduce it as much as possible. The less Average Time Call in Queue means more and fast connecting calls.

More waits frustrate your customers. Certainly, everybody wants a quick solution regarding a problem. It also affects conversation with the agents. Above all, it also affects an agent’s performance.

Make sure you prefer your high RPO customers but need to maintain a balance to manage every customer.

Leads Conversion Rate

A sale is an important part of both inbound and outbound contact centers. It’s a process of converting your leads into sales. The more conversion results in more sales. Trace your customer which can be your potential leads and then convert it into sales by continuous engagement.

It also helps you track your potential customers. You can stay connected with the persons shows interest in your products and services. We consider these as leads and agents can convert them into sales. Keep tracking the leads conversion tracks to output more leads and sales.

Average Speed of Answer(ASA)

It includes an average time taken by an agent to answer a call. It assists you to evaluate the agent performance. Above all, It’s important to analyze which queries are taking more time. You can also find the best solution to manage these queries more smartly. Certainly, it directly linked with customer handling, query resolution, system processing, etc.

Cost Per Call

The contact center industry focuses on a cost-effective solution. You need to analyze where you can save your money from dialing. Cost per call metrics assists you to understand about all the dialing expenses per call.

You can make a complete budget and can also find a more cost-effective solution for dialing.

Average Handle Time (AHT)

Some metrics can help you understand the whole story of your work. AHT is the time taken by average to solve a query. It’s very effective to analyze your agent performance.

If an agent taking more AHT means he is not well trained and comfortable. If an agent taking low AHT means he does not maintain the quality of services.

You can also make effective measures for complex quarries to reduce call influx. IVR is also a solution for calls to take maximum AHT.

Call Completion Rate

Maximum Call Completion rates determine how many people you have served with a complete solution. More Call completion Rates mean effective customer service performance. Make sure you have enough resources that you can reduce Call waiting in a queue and Average Call Abandonment Rate.


It donates the average time take by an agent to solve the query after a call. It’s countable up to the submission of the resolution. There should be minimum ACW as its totally upon an agent that how he handles the query on the system. Make sure your system is also the latest and updates. Maximum ACW directly show poor car handling of agents. Check how to manage ACW to boost contact center performance.


First, the contact center always tries to reduce queries in the first call. Second, this call matrics help you find which queries are easy to solve. An efficient contact center tries to get maximum FCR. Last, it improves the user’s experience and reduces call influx.

Customer Satisfaction

Customer satisfaction is everything in the contact center. Above all, you can use these metrics to understand all the strengths and loopholes in your system. It includes multiple things that collaboratively work only for customer satisfaction.

Once you focus on customer satisfaction definitely you improve all other metrics to get the best result. It’s directly proportionate to the overall services of your contact center.


Call center metrics can help you analyze your call centers performance. You will get better ideas about your agent’s performance, lack of resources and all issues. You can overcome on these issues to boost your contact center productivity. By using statistical data with these metrics you can provide the best customer services.

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